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Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.

If the value of this option is true, changes are prevented to the case data after a voice or chat interaction has ended. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.


Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.

Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.


Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When application is started or restarted.

Specifies whether interaction windows are docked or undocked.

  • true: Interaction windows are docked to the interaction bar. Use the interaction-bar.quick-access-modes option to specify pinned or floating mode.
  • false: Interaction windows are undocked from the interaction bar (pre-8.5.0 legacy mode).

Note: In legacy mode, the Main Window layout is the same as when Quick Access is enabled: the interaction bar is located on the right of the Team Communicator control (instead of below it, as in the 8.1.4 release), and the Supporting Views are accessible from the ‘hamburger’ menu (instead of the toolbar buttons, as in the 8.1.4 release).


Section: interaction-workspace
Default Value: Re:<SPACE>
Valid Values: Any valid character string.
Changes Take Effect: Immediately.

Specifies the reply-prefix that is added to subject of the inbound email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. The routing strategy can be used to identify the language of the email interaction and the reply prefix used by customers, and then to apply the same prefix to contact center replies in the email thread [Added:].

  • Workspace removes multiple reply prefixes and appends either the prefix specified by the routing strategy, the prefix specified by this option, or the default prefix if no prefix is configured [Added:].
  • Workspace only adds the reply prefix at the beginning of the subject if one does not already exist [Added:].
  • Agents can manually edit the subject prefix of a reply email interaction.


Section: interaction-workspace
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: At the next interaction.

When the Main Window - Can Auto-hide the Main Window privilege is granted, this option specifies the duration, in milliseconds, for which the Main Window remains hidden before being displayed when the mouse is at the top of the screen. The value 0 means specifies the minimum value.

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
09/26/19 Update X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • UCS 9.1 support:
    • Workspace now provides sortable result sets when agents search for interactions in the history.
    • Sortable results are now supported for contact quick searches with a keyword match mode. The contact directory "list view" is no longer available to agents in UCS 9.1 environments.
    • The permission model applied to contact and interaction history search no longer has performance restrictions.
    • Support for "starts with" search for custom attributes. (IW-16168)
  • In environments where the main toolbar is configured in auto-hide mode, you can now configure the toolbar display to be delayed when the agent moves the mouse pointer to the top of the screen by using the main-window.auto-hide-display-delay option. (IW-16204)
  • For customization purposes, the InteractionEmailReplyById chain of command has been modified so that it can be executed from a custom module while cloning the embedded images of an inbound email to the email body of the reply email. (IW-16199)
  • In the Contact Directory grid view, column sorting and sorting direction is now preserved from one user session to the next. (IW-16072)

Resolved Issues

This release contains the following resolved issues:

If an agent replies to an email from the My History, Contact History, Interaction Search, or My Workbins views, Workspace now correctly applies the value of the email.reply-prefix option. Previously, starting with version, it incorrectly added the "Re:" reply prefix to the email subject, ignoring the email.reply-prefix option. (IW-16269)

In the Team Communicator Recent view, unanswered incoming calls are now correctly reported as missed calls. Previously, in some call flows, some unanswered calls were reported as answered. (IW-16258)

The Workspace Application Template can now be imported correctly, without errors. Previously, in version, due to incorrect XML syntax, it was not possible to import the metadata. (IW-16257)

The My History and Contact History views now correctly display the number of pages of found results when no search criteria are specified. Previously, starting from, the number of pages of found results were shown as 0 when no search criterion was specified. (IW-16256)

You can now connect to Configuration Server in environments where the Configuration Server or Configuration Server Proxy ports are configured with a Description attribute that does not match the Id. (IW-16247)

Interaction subjects are now correctly displayed in the interaction history Details view. Previously, when a corrupted copy of the Subject attribute was present in the interaction record in UCS, the display of the subject was corrupted. (IW-16246)

The resiliency of the connectivity to the TServer has been improved. Previously, under some specific network conditions, Workspace was not able to restore the connections to the TServer. (IW-16245)

In environments where interaction-bar.enable-quick-access option is set to false and it is specified that agents set mandatory Case Data values, the interaction window no longer closes when mandatory Case Data is not set. Now, clicking the X control is possible only after mandatory Case Data is set. Previously, starting from, the interaction window could be closed by clicking the X control in the interaction window when mandatory data was not set. (IW-16236)

When the value of the interaction.disposition.use-attached-data option is set to false, the user event sent at call completion now contains the expected content. Previously, when the value of the interaction.case-data.is-read-only-on-idle option was set to false, the call completion user event always contained the full list of call data. (IW-16234)

Workspace performance when handling emails that contain many images has been improved. Previously, agents might have experienced a delay while Workspace calculated a page width for each image as it loaded. (IW-16144)

There is no longer a memory leak in Outbound predictive/progressive campaigns when there are several records in the outbound chain and where the disposition code is mandatory. (IW-16138)

In Skype for Business TServer environments, when the caller has been identified as a UCS contact, the Party control in Workspace interface now correctly displays the full contact name. Previously, only the phone number was displayed. (IW-16035)

When a Case Data key is configured to be edited by using a drop-down control (display-type=enum), Workspace no longer sends duplicate Attach Data requests to the TServer. (IW-15315)

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on September 27, 2019, at 12:46.
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